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Validating Your Journey Maps for #CX Design Success

  In a post from last week, I wrote about the most-basic and most-important rule of customer journey...

Moments of Truth

Do you know the moments of truth for various tasks customers attempt to achieve with your organizati...

The Most Important Rule of Journey Mapping

Creating a customer journey map is an important first step when it comes to your customer experience...

6 Bonus Myths of Journey Mapping

Get the journey mapping process right, and you'll reap the rewards for a long time to come!

5 Myths of Journey Mapping

Journey maps are a catalyst for change. But only when done right!

How to create a better Customer (and) Employee Experience - By Shep Hyken

Last year in October I attended in the National Customer Service Week in the UK, it was October 6 an...

Creating Customer Loyalty through emotional bonds

The foundation of your company is your customer base. Without customers, your company will soon fold...

The Business Impact Of Customer Experience: Finding a Disciplined Solution With the NPS Program

Customers might seem easy to figure out, though they're far more complex than you've perhaps estimat...

The Customer Experience: It's A Journey Not A Moment